FirstVoice AI is a service of Digital Waves Limited (NZBN 9429036295562) (“FirstVoice”, “we”, “us”). We are committed to providing quality services, and this policy explains how we manage your personal information.
We follow the Information Privacy Principles in the Privacy Act 2020 (New Zealand). These govern how we collect, use, disclose, store, secure and dispose of personal information. You can read the principles on the Office of the Privacy Commissioner website.
What personal information we collect
Personal information is information about an identifiable individual. We may collect names, email addresses, phone numbers, business details, call recordings, call transcripts and appointment information.
We collect it in ways including:
- website forms and booking forms
- AI phone calls and voice interactions
- call recordings and call summaries
- email correspondence
- CRM systems and workflow automations
- cookies, analytics tools and UTM parameters
- third-party platforms and integrations our clients connect
Why we collect it
- to provide AI call answering, call handling and appointment setting
- to make and receive AI phone calls on behalf of our clients
- to manage bookings, follow-ups and service requests
- to provide reporting and analytics
- to monitor and improve the performance of our AI systems
- to communicate with you about our services
We may also use personal information for closely related purposes you would reasonably expect. You can opt out of marketing communications at any time by contacting us.
AI, automation and call recording
When you interact with FirstVoice services:
- calls may be answered or made by AI voice agents
- calls may be recorded, transcribed, summarised and analysed
- AI systems may process personal information to perform the requested service
- AI outputs are generated automatically and may not always be error-free
AI responses, call summaries and automated actions are not legal, medical, financial or other professional advice. FirstVoice is not responsible for decisions made solely on AI outputs without human review.
Where information is stored
Call recordings, transcripts and call details are stored in New Zealand, on infrastructure we run ourselves. During a call the audio is processed in real time by the AI provider that powers the conversation; they don't keep a copy of it and don't use it to train their models. Other information may be held by the software providers we use to run our business, such as email, booking and analytics tools. On our website we use Google Analytics to understand which pages people visit and which links they click, such as our phone number or booking link. We also record which page you arrived on, the site or search that sent you, and your device type, so we know which pages are useful. If you use the voice demo on our website, we log the page, that source information and the outcome of the call, so we can tell when the demo is broken. None of this identifies you by name.
How long we keep it
We keep personal information only as long as we need it for the purposes above or as required by law. Clients can choose how long call recordings are kept, switch recording off, or have personal details redacted.
Third parties
We share personal information with service providers only as needed to deliver our services, and with the businesses whose calls we handle. We don't sell personal information. We can't guarantee the privacy practices of third parties outside our control.
Accessing and correcting your information
You have the right to ask for access to, and correction of, personal information we hold about you. Contact us using the details below.
Complaints and enquiries
If you have questions, concerns or complaints about this policy or how we handle personal information, contact us:
Digital Waves Limited, trading as FirstVoice AI
New Zealand
Email: [email protected]
If you're not satisfied with our response, you can complain to the Office of the Privacy Commissioner.